Jovial O.

Atas
Domain 1-A
March 22, 2020

1.What is turn down services ?

Ans:
Turndown service or evening service is one of the most important services provided by
housekeeping department. It is such a sophisticated service that would not cost a hotel, motel or
cruise ship much but a well-designed turn down service is highly helpful to get ultimate guest
satisfaction. The concept of turndown service has been developed to provide a soothing homey
environment to your guest in the evening to return from their sightseeing or touring of that day.

2.What are the steps in doing turn down service?

Ans:
Turndown Service Procedure

1) Get Ready:

- Collect list of rooms (room assignment sheet) that need turndown or evening service.
- Collect “giveaways” like chocolate or candy mint from housekeeping supervisor.
- Stock the trolley with required items like linen & other standard guest room amenities,
cleaning items and agents.
- Check any special requirement or notes for any guests.

2) Entering the Guest Room:

- Try to understand if there is anyone in the room. Check the status of the room from
assignment sheet.
- If DND (Do not Disturb) sign is hung on the door knob then take note of those DND
rooms and return to them before going to off duty.
- Before entering announce yourself. You could say “Housekeeping”
- Follow the procedure of knocking and entering a guest room.
- If there is a guest in the room who answers the door the very politely seek permission for
turn down service. You could ask in this way: “Good evening Mr. X, May I turn down the
bed for you?”
- If the guest refuses then politely ask when you can return.
- Take note and report about those refused service rooms to the supervisor.
- If guest doesn’t want turndown service then politely ask does he need anything: “Ok, Sir.
Would you like to have any fresh towel or any additional supplies like tea or coffee or
bottle of water?”
- If the guest allows or there is no guest in the room then follow the next procedures.
- Keep the door open with the support of a doorstop.
- Keep the cart in proper position.
- Switch the master switch on.
- Switch on all lights and make sure all are working fine.
- Have a look at the turndown assignment sheet for any special instruction (if any).
3) Turn down the bed

- First Remove guest items from the bed. Put them aside. Remember some properties
have the policy that would not allow you to move guest items.
- Pull the bedcover back gently and fold the bedcover or bedspread in a three way fold.
- Fold one corner of the blanket so that a guest can easily slide into the bed.
- In case of single occupancy in a twin room just turn down one bed.
- Release one side of the top of linen and blankets and fold them back to form a right
angle triangle. If two person are sharing bed then turn down both sides and form double
triangle.
- Neaten all the edges and tuck in properly.
- Don’t forget to fluff the pillows in order to look them fresh and firm.

4) Place Turndown amenities

- Put the turndown amenities in appropriate locations. Keep in mind that amenities will
vary from property to property or types of establishment (like hotel, resort, cruise ships
etc.) and it will also change time to time.
- In general you may need to place following items at the middle of the bed:
Breakfast knob card
Bookmark card
We value your opinion card
One laundry list
TV guide
TV remote
- Otherwise, place a breakfast menu and chocolate on the pillow.
- If it is in your property’s policy then place a note or visiting card of general manager or
sales & marketing director on the pillow.
- Place complementary mineral water (if it’s on your policy).
- Put foot mat on the floor along with slippers. The best location to put that is in front of
bed’s turn down from where guest would slide into the bed.

5) Clean the Room

- Look around the room and make it as neat as possible, tidy anything that is out of order.
If it is too messy then you have to go for extensive clearing.
- Clear all dustbins. Empty the trash and replace the plastic bag.
- If the ashtray is full then empty the ashtray into waste bin. For cleaning purpose put the
ashtray in the bathroom.
- Collect all used chinaware or glassware and place them in the bathroom for cleaning or
replace with new clean ones.
- If there is any used plates or any other items from room service then remove those and
put into the pantry area.
- Clear all the dustbins.
- Hang lose guest clothes in the hanger or keep on wardrobe.

6) Make the Guest Bathroom Neat & Tidy:

 - Clean the bathroom and try to make it as fresh and clean as possible.
- Replenish used towel with new one.
- Replenish guest supplies like soap, shampoo etc. when needed.
- For sure, bath/shower, basin or toilet has been used by the guest. So wash them neatly
and give them time to dry out. This will uphold your hygiene standard.

7) Create pleasing atmosphere:

- Close the curtains to give privacy to guests at night.

- Turn on beside light, close drapes and blinds.
- In some property, it is recommended to turn on radio to a recommended FM station at
low volume. Don’t do that if you don’t have such policy.
- Set the thermostat at standard level or set it as the guest left.
- Spray some air freshener if required.
- If needed make necessary arrangement so that the room look very comfortable and
appealing.

8) The very last check:

- Often nightly turndown service create long lasting impression to guest which result
repeat business. So don’t leave any chance to uphold your property’s image.
- Double check everything. Scan the guest room and other areas from beginning to end. If
the room looks appealing and pleasant in your eyes then most probably it will also look
good to guest.
- Double check the assignment sheet and check whether you have missed or overlooked
anything or not.
- Specially look after and deal with any extra requirements the guest might need or
requested like – flower vases, pillows, iron and ironing board, magazines etc.

9) Exit the room:

- Leave the room and wipe your fingerprint (if any) from the surface of the door.
- Lock the door properly according to your system.
- Double check to become sure that the door has been locked properly. Don’t forget
guest’s belongings are there in the room at your protection.

10) Take note on Assignment Sheet:

- Mark the worksheet as complete.

- Take note if required.